Matter's Give Kudos, Give Feedback, and Request Feedback shortcuts appear when you type / in a Slack message box. Occasionally a workspace finds they don't appear there at all, even though everything else about Matter works: Matter still posts messages, and buttons on Matter messages still respond.
For an overview of the whole feature, read the Matter setup and rollout guide for Slack.
That "everything works except the shortcuts" pattern fits the causes below: in Slack, an app's shortcuts are registered separately from its bot messages and button interactions.
This usually comes down to one of three causes on the Slack side:
A shortcut conflicts with another app: If another installed app uses the same shortcut name, Slack can show the other app's shortcut instead, so Matter's can be hidden while the rest of Matter works normally.
The app isn't fully added to the workspace (Enterprise Grid): On Enterprise Grid, org-level approval and adding Matter to a specific workspace are separate steps. Shortcuts only appear in workspaces where Matter has actually been added; org approval alone isn't enough.
A stale install record in the workspace: In rare cases, a workspace's app install record holds onto outdated shortcut registration state that doesn't clear with reauthorization; only a full remove and reinstall clears it.
Step 1: Check for a shortcut conflict
Ask your Slack admin to review the workspace's installed apps for another app using the same shortcut name as Matter.
If a conflicting app is found, remove it or coordinate with its owner, or remove and reinstall Matter so its shortcuts take priority as the most recently installed app.
Helpful Slack documentation: Manage app approval for your workspace
Step 2: On Enterprise Grid, verify Matter is added to the workspace
If your company uses Slack Enterprise Grid, have an Org Owner or Org Admin confirm both of the following in the organization's admin dashboard:
Matter is approved/installed at the org level, and
Matter has been added to the specific workspace where the shortcuts are missing
đĄ A Workspace Admin can manage apps within their own workspace, but often can't see the org-level approval state. If your contact is a Workspace Admin, loop in an Org Owner or Org Admin to rule this out.
Helpful Slack documentation:
Step 3: Fully remove and reinstall Matter
If there's no shortcut conflict and the workspace install checks out, the remaining cause is stale registration state. Per Slack, there's no way to force an app's shortcuts to re-register on their own, and "Reinstall to Workspace" alone isn't sufficient. A full removal and reinstall of Matter is the reliable fix:
Remove Matter from the Slack workspace and reinstall Matter.
Type / in a message box and check that Give Kudos appears.
Still not working?
Reach out to us at support@matterapp.com with:
Your Slack workspace Team ID
The exact shortcut name(s) that aren't appearing
These two details are exactly what Slack support needs, so having them ready lets us escalate to Slack on your behalf without back-and-forth.